We have introduced a new enhancement under the Call Settings section. Now, if an agent is busy or unable to answer calls, the AI Voice Agent will receive or answer the call and assign a task to the respective agent for whom the call was received.
Use Case: This feature ensures that the client’s request is captured. As this ensures that no client interactions are missed and follow-ups are properly managed.
To View the enhancement:
- Navigate to Settings
- Click on Integration
- Click on Call Log
- You will be redirected to the Call Log Page
- Click on Call Settings
As shown below, on the Call Settings page, an option to enable the AI Voice Agent will appear:
- Select Yes: the AI Voice Agent will be assigned.
- Select No: the AI Voice Agent will not be assigned.
After selecting yes, a success message “Call Configuration successfully Updated appears.”
Note: If a client calls the Agent’s number and the agent is busy or cancels the call, the following two situations can occur:
1. When the client’s Contact is not mapped:
The AI Bot will ask the client three questions:
- What is your name?
- Ask the reason for the call
- Ask for the preferred callback time
- When the client’s Contact is already mapped:
The AI Bot will:
- Address the client by name
- Ask the reason for the call
- Ask for the preferred callback time
Note:“In both scenarios, a task is assigned to the respective Agent for which call has come, which they can view in the Tasklist.”
To view the Task:
- Navigate to the Tasklist.
- Click on the Task Title.
